Finance Call Center Leader — Multi-Channel Ops

TransCore, LP in; Union (NJ); On-site; USD 80,000 - 99,000; Full time

Job summary

TransCore (TRN) in Union, New Jersey, is seeking a full-time Call Center Manager to oversee daily call center operations and drive service excellence. The role demands leadership of a customer service team, KPI monitoring, and process improvements to ensure high customer satisfaction.

The ideal candidate has five or more years in call center management, plus toll industry experience, and strong communication skills to coordinate across channels and with IT and leadership.

Qualifications

• Five or more years of call center management experience.
• Three years toll industry customer service experience.
• Experience with multi-channel contact centers (phone, email, chat, social).
• Excellent interpersonal and communication skills.
• Ability to manage multiple priorities and adapt to change.

Responsibilities

• Oversee daily operations of the call center to ensure efficient service delivery.
• Supervise, coach, and develop call center staff to meet performance goals.
• Monitor KPIs such as call volume, response time, and customer satisfaction.
• Implement and maintain quality assurance standards through call monitoring and feedback.
• Manage staff schedules and ensure adequate coverage across shifts.
• Handle escalated customer issues and ensure timely resolution.
• Identify and implement process improvements to enhance productivity and service quality.
• Prepare and present performance reports and operational metrics to leadership.
• Ensure effective use of call center technologies and coordinate with IT for system support.
• Enforce company policies, regulatory requirements, and industry standards.

Skills

Customer service management

Effective communication

Multichannel support

Process improvement

Tools

Call center software

Job description

TransCore (TRN) in Union, New Jersey, is seeking a full-time Call Center Manager to oversee daily call center operations and drive service excellence. The role demands leadership of a customer service team, KPI monitoring, and process improvements to ensure high customer satisfaction.

The ideal candidate has five or more years in call center management, plus toll industry experience, and strong communication skills to coordinate across channels and with IT and leadership.